The Importance of Connected Customer Journeys

How to deliver a consistent experience across every touchpoint.

69% of customers expect connected experiences (Salesforce, 2019). The importance of customer experience and understanding the customer journey have become so critical to business success in an increasingly customer-centric, digital world.

But how do you strike a balance between driving insight at scale and an individual, personalised approach across all touchpoints?

Thanks to automation, it’s easier to achieve the complete view of the customer lifecycle. And in this era of the customer, personalisation as well as real-time engagement, can inspire loyalty.

Download this whitepaper to discover:

  • Which processes you should automate so that you know how to map out and track interactions to better understand your customers and gather the data to improve the process.
  • A step by step guide on how to implement automation so that you can learn how to enhance the CX and improve operational efficiencies.
  • How to test, measure and refine the process so that you can determine how to quickly exceed customer expectations, efficiently and profitably across every channel.
  • How to deliver great experiences across every step, stage and interaction of the customer lifecycle.

Latest Resources

Data Security

Is there really a trade-off between security and customer experience? (part two)

By Nicola Pero 15 February 2021

Read our second and final instalment of two-part blog series, where we continue to focus on why data security compliance should be a customer service priority in your organisation, not just a box-ticking exercise. Take a look.

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Customer Communications

Key considerations when incorporating a Chatbot into your self-service solutions

By Chris Wallbank 9 February 2021

In this blog, we’ve compiled a few tips and strategies to ensure that everything runs smoothly once your bot starts communicating with your customers. Take a look.

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Customer Experience

How to choose the best-fit Customer Experience solution

By Lisa Rose 1 February 2021

Investing in CX is essential in order to continuously improve, so you can drive engagement, track results and analyse your sales funnel. But not all CX solutions are created equal - so how do you find the one that best fits your business?

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